ITIL Incident Management

What is ITIL?

ITIL is short for Information Technology Infrastructure Library. It is a best practice framework that helps aligning IT services with business needs. The service operations covered by ITIL include:

• Incident Management
• Problem Management
• Request Fulfillment
• Event Management
• Access Management

ITIL incidents in the IT service management process

Incident management is a crucial part of the ITIL-based IT service management process. Monitoring your systems is one step to help with early detection of potential incidents. Very often incidents are problems detected by users: computer crashes due to hardware problems or software malfunctions, printer malfunctions, lost passwords and login-information, network outages – these problems are reported to the service desk (helpdesk).

Although most incidents only affect few users and cause minimal disruption, major incidents with a high impact on a large number of customers and substantial downtimes can occur. These incidents have the highest priority for our technicians. They will do their utmost to restore normal operation as fast as possible to keep possible monetary, but also reputation losses at a minimum.

How our ITIL-based incident management services work

Our ITSM customers can rely on our experience with ITIL incident management practices:

Incident identification

System monitoring will usually identify incidents before a user is impacted. This, of course is not always the case, which leads to users reporting incidents to the IT service desk.

Logging the incident

All incidents, whether detected by automated systems or reported by users are logged into a ticketing system, keeping track of date, time, information on the user, description of the problem, details on the resolution and information on the incident closure, and prioritized according to the level of urgency.

Incident diagnosis

Our IT technicians at the service desk take immediate action in diagnosing the problem and deciding on the best course for remedying the incident.

Assignment or escalation of incidents

Often our helpdesk technician is able to resolve the incident. If this is not possible, the incident is escalated to 2nd or 3rd level IT support staff who then work on a fast resolution of the incident.

Incident resolution

With an incident resolution found, our technicians will implement the solution and restore operations.

Incident closure and documentation

Upon successful resolution of the incident the user is informed, and the incident closed. Incident and resolution are then carefully documented for future reference as part of our knowledge management processes

Benefit from successful ITIL incident management implementation

The most important value of successfully implemented ITIL incident management strategies is clear: a reduction in downtime, thus saving money and increasing user satisfaction. Reducing downtime also results in an increased productivity. Improved monitoring to prevent incidents in the first place or at least soften their blow as well as an optimized service desk are also goals of incident management services.

ITIL incident management for rapid service restoration

25 years of experience in all things ITSM with hundreds of satisfied customers and thousands of successfully effected IT projects are a good reason to partner up with us. Our experienced and IPMA certified IT technicians constantly strive to stay on top of new developments in information technology and ITIL-based project management.

Contact us for questions and quotes regarding our ITSM services and ITIL-based incident management

If you would like to learn more about the IT service management processes, including ITIL incident management, we use to best care for our customers IT infrastructure, or if you would like to get a cost estimate for a specific IT project, do not hesitate to contact us and we will get back to you asap.